Transferring calls

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2 Comments

  • Montana Steele

    hi, i'd love to source a creative solution to a Transfer to Group issue we're having. this issue is taking place between transferring from our subscription team to our gen support team. 

    1. customer calls in to subscription team with a gen support question
    2. sub team transfers call to the gen support phone group
    3. open inbound call ticket stays in the sub team view, which isn't great, as @... has posted about
    4. IF an agent picks up, the ticket transfers to the support group and that's great
    5. HOWEVER and this is where we are seeing a consistent problem - our gen support queues are super busy. so, what we see happening a lot of the time, is the customer ends up abandoning the call after waiting in queue for a little while, so the ticket never transfers to gen support. it returns to the sub team view as an open ticket, that now has a completed call appended to it. it's impossible to know when the ticket will finally update with the completed call, because it's dependent on when the customer abandons. I'm trying to find a creative solution for taking the burden of these tickets off the sub team? 
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  • Misha Deo

    Hi. For our business, it is important that we can call conference with another party (3 way conversations) - eg. interpreters, carers etc.. Is there going to be some development on Talk to take into account this requirement?

    Thank you

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